DEFENCE HEALTH MAINTENANCE LTD

(THE MILITARY HMO)

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Complaints & Enquiries

For Complaints and Enquiries, please send an Email to complaints@dhmlnigeria.com and enquiry@dhmlnigeria.com

CONDUCT AND CO-ORDINATION OF 2019 SECOND QUATER MONITORING AND EVALUATION OF HEALTH CARE PROVIDERS AND DHML ENROLLEES SENSITIZATION. 

1.  One of the integral roles of DHML as a health maintenance organization (HMO) in Nigeria is to continually monitor and evaluate (quality assurance) healthcare providers (HCPs) and sensitize enrollees under its network in order to ensure that qualitative healthcare services are rendered to its enrollees. This exercise is carried out continuously as spot checks, and routinely every quarter of the year. All DHML state offices in Nigeria conducted the monitoring and evaluation exercise for 2019 second quarter and the report of the exercise revealed that there have been tremendous improvements in the quality of healthcare services being rendered to DHML enrollees by the HCPs under DHML network. Many health care providers now have a better understanding of the scheme, as a result of DHML continuous advocacy for strict adherence to NHIS operational guidelines. DHML has persistently maintained that things must be done properly for the ultimate realization of NHIS objectives. The recurrent enrolees’ complaints of ‘out of stocks’ in pharmacy, have greatly reduced. Also, most of the healthcare providers under DHML network now have well equipped delivery rooms. However, it was discovered that most hospitals across the country majorly the General hospitals and some private hospitals lack adequate manpower especially Nurses and Doctors. This is a worrisome development in Nigeria healthcare services.

 

FOLLOW UP ACTIVITIES ON AREAS OF CONCERNS REPORTED IN 2019  2ND QUARTER MONITORING AND EVALUATION REPORT. 

2.  The Monitoring and Evaluation Department of DHML had also taken the necessary follow up actions to resolve all the areas of concern raised in the 2nd quarter M&E reports in all the 36 states of the country. This is to ensure quality assurance of healthcare services to DHML enrollees at all levels of healthcare services. The M&E reports were duly collated, areas of concerns raised by the State Managers were keenly examined, and the necessary follow up actions are already being taken. One of the major concerns raised in the report was on a particular hospital in Kano State, that has not been offering satisfactory health care services to DHML enrollees and the hospital has been given 3 months notification as stipulated under NHIS guidelines to improve on its services, failure, will leave DHML with no option but withdrawal of her enrollees from the hospital. Also, letters were written to the hospitals that lack adequate manpower required under NHIS guidelines. Follow up steps were equally taken to ensure that all hospitals under DHML network operate for 24 hours every day. Commendations were given to those hospitals that have been rendering effective healthcare services to DHML enrollees.

 

SENSITIZATION OF ENROLLEES AND HCPs UNDER DHML ON UPDATED NHIS BENEFIT PACKAGES. 

3.  One of the roles and responsibilities of the HMO under the formal sector social health insurance programme as stipulated in section 1.1.0.2. (V) is to continually carry out sensitization of enrollees. DHML as a leading HMO in Nigeria has always conformed to this mandate by ensuring that all healthcare providers and enrollees under the network of DHML are well sensitized on the benefit packages available under NHIS. Recently DHML updated her sensitization banners that contain all the benefit packages and distributed the banners to some of the HCPs in Nigeria. One of the new benefits that enrollees have been sensitized on is the provision of eye glasses and spectacles, dialysis and lots more.

 

ONLINE CHAT WITH DHML STATE MANAGERS IN THE COUNTRY

4.  As part of the internal mechanisms of DHML head office to continually propel the state offices in the pursuance of the vision to make DHML the leading HMO in Nigeria and to ensure the delivery of effective healthcare services to all the DHML enrollees, the M&E department always hold an online chat with all state managers every quarter. The State Managers engaged the platform of the 2019 2nd quarter online chat forum to share major challenges in their areas of responsibilities with one another. Ideas were shared and solutions to most of the challenges were collectively provided. The activities of each state in the previous quarter are usually discussed during this forum. The major complaint that cut across all the states in the country was the gross depletion in the number of Doctors and Nurses in most of the healthcare providers. Many state Managers also complained about poor hygiene in some of the facilities especially the general hospitals.

 

CONDUCT OF QUALITY ASSURRANCE OF HEALTHCARE SERVICES.

5.  Defence Health Maintenance Limited holds all her enrollees in high esteem, and works tirelessly all the time to sustain her enrollees’ confidence. Prompt attention to every complaint raised by any enrollee or healthcare provider is our priority. The MD/CEO directed the HOD M&E department to carry out quality assurance (QA) of the healthcare services been rendered to DHML enrollees at Ladoke Akintola University Teaching Hospital  (LAUTH) Osogbo, and Bowen Teaching Hospital (BTH)  Ogbomosho. This was as a result of complaints that were received from these hospitals regarding enrollees’ management and cost of services. The HOD M&E paid visits to these hospitals with delegates on the 15th July 2019. The chief medical advisory committee of LAUTH Osogbo, and the Chief Medical Director of BTH Ogbomosho, received DHML delegates, and promised to improve on the healthcare services being rendered to DHML enrollees. DHML is determined to ensure that all her enrollees receive qualitative healthcare services.

 

Thank you for choosing DHML as your Health Maintenance Organization (HMO), DHML is the No 1 HMO in Nigeria.

 

QUALITATIVE HEALTHCARE SERVICES TO ALL NIGERIANS IS OUR PRIORITY. 

 

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